Assistant Front Office Manager - Hotel Indigo Los Angeles

Responsibilities Responsible for providing supportive functional assistance to Front Office as well as other departments; interacting with guests and other stakeholders within the property. Accountable for maintaining efficient and seamless operations in Front Office, as well as supporting other operational departments when necessary. Acting as Manager on Duty in the hotel during specific time periods (including late evening, night, and early morning). May be required to work overnight shifts, acting as Night Manager, when needed. Develop systems that measure the cost effectiveness of the department, by introducing tracking procedures that enable effective control of the running costs of the department Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out Manage financial transactions within hotel policies and procedures Analyze and approve discounts and rebates. Ensure front line colleagues comply with selling strategy techniques and revenue maximization Responsible to drive the Front Office team in achieving the monthly upselling, Ambassador and IHG Rewards enrollment targets Effectively manage staffing costs by preparing efficient work schedules for function in line with legal requirements Work within the company’s HR regulations to ensure the departmental performance of staff is productive Respond to, log and follow up with all guest queries and complaints, ensuring that they are resolved; resulting in optimum guest satisfaction. Analyze guests' complaint patterns and implement preventive action plans in liaison with other operational departments React to situations to ensure guests receive prompt attention and personal recognition throughout the hotel Be prepared and equipped to meet the diverse cultural needs of guests from around the world Effectively manage overbooking situations, and carry-out book-outs as necessary following the guidelines as directed by Director of Front Office in liaison with Revenue and Sales department Monitors HeartBeat results, secret shopper audits and implements action plans to improve results Ensure maximum team involvement in the HeartBeat program in order to obtain higher results Ensures VIPs, Ambassadors and IHG Rewards guests receive special recognition and personalized attention Assists Reception and Guest Relations during busy times. Supporting the operations to ensure optimal guest experience Checks billing instructions and monitors guest credit Along with Front Office leadership, meet and greet guests as needed Perform tasks as directed by the Manager in pursuit of the achievement of business goals Qualifications Bachelor’s degree/higher education qualification/equivalent in Hotel Management/Business Administration or 3 years of Front Office/Guest Service experience including management experience. Must speak fluent English; Other language preferred. This job requires ability to perform the following: Communication skills; demonstrate ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently Problem solving, reasoning, motivating, organizational and training abilities are used often May be required to work during nights, weekends, and/or holidays Benefits $34.44 is the hourly pay rate for this role based on your experience. We offer a comprehensive package of benefits including paid time off, medical/dental, vision insurance, 401K, and many other benefits to eligible employees. Hotel discounts worldwide are available as well as access to a wide variety of discount programs. Important Information The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. If you require reasonable accommodation during the application process, please click here. IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy. If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits. IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans Hotel Indigo is an upper‑upscale lifestyle brand that captures the true spirit of the neighbourhood. With over 150 properties worldwide, we look for individuals that can inspire our guests to make unique discoveries through meaningful connections to the diverse people, places, and cultures of the local area. #J-18808-Ljbffr